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Ticket Tracker

Reply to the requester

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What you'll do

Send a reply to the person who raised a ticket, from your support address, and keep it on the ticket's conversation.

Steps

  1. Select the ticket on the queue to open it. You can also select Reply now → on its row.
  2. Scroll to Conversation to read the original email and every message since.
  3. Type your reply in the box under the conversation.
  4. Select Send reply as (the button shows your support address, for example Send reply as support@).
  5. Check the message at the bottom of the page. It says which address the reply was sent as, and the reply appears in the conversation.

If you asked the requester a question, set the ticket's Status to Waiting on requester. See Change status and severity.

A ticket's Conversation with the requester's message, a reply typed in the box and the Send reply as support@ button.
A ticket's Conversation with the requester's message, a reply typed in the box and the Send reply as support@ button. Example data.

Tips

  • The reply goes out from the support address the ticket arrived at, not from your own mailbox.
  • When the requester answers, their message appears in the conversation. You do not need to copy anything from your inbox.
  • If you ever reply from Outlook instead, keep the ticket tag (for example [DT-12]) in the subject line. That tag is how a reply finds its ticket.
  • A reply from the app sends text only. To send a file back, send it from the support mailbox.
  • If the page says it is not certain whether the reply was sent, check Sent Items in the support mailbox before you send it again.